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65

General Government - Information Technology

Departmental Objectives

PERFORMANCE MEASURES

2013-14

2014-15

2015-16

2016-17

Actual

Budget

Adopted

Projected

Workload Measures

Average number of hardware devices deployed

500

950

950

950

Number of PSIT Service Desk Calls Closed

2993

4000

4500

6000

Number of enforced IT Security Policies and

Standards to the organization

11

11

11

11

% of in house applications migrated to current

Visual Basic software release

30%

50%

75%

100%

Efficiency Measures

Customer satisfaction rating on deployments

99%

97%

97%

97%

Successful completion of citizen requests for

statistical information within promised timeframe

95%

97%

97%

97%

Percentage of service requests responded to

within 24 hours

50%

75%

80%

85%

Percentage of service requests successfully

fulfilled within promised timeframe

70%

75%

80%

85%

# of new application development/modification

requests

50

60

65

70

Provide a wide complement of e-learning tools to satisfy demand for flexible training opportunities.

Provide support and implement GIS solutions and maps for internal and external customers.

Maintain and support server, network, and application environment.

Provide accurate and timely billing, financial reporting and financial processing in support of enterprise systems.

Deliver complex technical support services for Public Safety (Police and Fire).

Educate employees on deployed technologies, network policies and public retention laws.



Deliver analyst services that allow departments to deliver accurate quality information in a timely manner.

Meet Payment Card Industry (PCI) Compliance.

Provide a superior level of technical support and customer service to end-users and departments.

Provide high level customer service to deploy leased hardware and maintain all related leasing, financial and contractual

documents.

Implement and maintain software applications that provide efficiencies to the organization that are aligned with our

business needs or organizational objectives.



Evaluate and re-engineer business processes which allows the organization to be as effective and efficient as possible.

Develop and implement network security and retention policies.